Go Nimbly is a revenue operations consultancy that knows how to help companies scale. Their team works with high-growth SaaS companies to design and implement all the tools and processes it takes to run a world-class GTM team. Think everything from lead to renewal, across marketing, sales, and customer success.
Jen Igartua, CEO, has used and loved Superhuman Mail since 2018. She considers Superhuman Mail an indispensable productivity tool, helping her to be more responsive, spend less time on email, and focus on the deep work of leading Go Nimbly in its mission.
Recently, Jen saw an opportunity. She realized that the entire Go Nimbly executive team used Superhuman Mail. She reflected on the shared benefits to the executive team's focus and flow, and wondered: what could the impact be, if the whole company was on Superhuman Mail?
As a knowledge worker, the better relationship you have with work and with focus, the more you amplify your impact… and I asked myself, what if everybody that works with me had the same productivity benefits that I have with Superhuman? Wouldn't that actually be a competitive advantage?
Jen decided it was time to find out. In Q3, 2023, Go Nimbly rolled out Superhuman Mail to every staff member.
Devoting time to brain work, not busy work
Jen wants her customers to pay for Go Nimbly's brain work, not the busy work of logging hours, coordination, and other admin.
That's why Go Nimbly invests heavily in its "productivity stack" — software, tools, and training to help their team become the world’s best operators. Nevertheless, maintaining focus can be a challenge for consultants. They work across multiple complex industries with various customers, which often requires a daunting amount of context-switching and re-prioritization. Focus and deep work can be elusive.
One particular challenge: consultants are often tasked with logging in to and monitoring their customers' communications tools, too. On a regular day, a consultant might monitor their work email, a Gmail account for Customer A, Outlook accounts for Customers B and C, three Slacks, two Notions, and Teams and Zoom and Meet… each channel and customer with its distinct communications norms and tempo. It's no wonder that focus can feel
hard-earned.
Jen notes that monitoring all these channels can feel like "responding to a million fires, not knowing which one to handle first."
It can feel like your focus is pulled in all directions at once. Across clients, contexts, time zones, channels, and tools. And I think this tension is something that Superhuman starts to solve for us. At least we know email is managed and focused.
Better focus, better service
The introduction of Superhuman Mail was an instant hit with Go Nimbly consultants. Here are the features making the most significant impact.
Each customer gets a dedicated stream
Go Nimbly consultants create separate inboxes by customer. This setup offers focus on one customer at a time, while bringing all accounts into one blazingly fast interface. All new consultants are now onboarded to this setup.
Making onboarding consistent and fast
Consultants can easily share Team Snippets, which are frequently used to give customers standardized instructions about Go Nimbly services. No need to reinvent the wheel or copy and paste each time.
The right things at the right time
Consultants use Reminders to batch their work and surface messages at the right time for themselves and their customers. Temporarily clearing messages from the inbox helps maintain focus and flow.
A better relationship with email
Of course, there's a learning curve to new tools. Tejesh Chotalia, RevOps Delivery Director at Go Nimbly, didn't adopt Superhuman Mail straight away after the rollout. "I had some inertia for adopting new workflows, particularly for long- standing habits," said Tejesh. "And some of the inefficiencies of Gmail had pushed me towards Slack, even for things that should likely be in an email...
But now I'm finding myself having fun getting to Inbox Zero. I'm saving an incredible amount of time, and adopting new workflows with reminders and follow ups. I'm still getting used to the keyboard shortcuts, but I can tell this will be a huge gamechanger.
Jen was confident that consultants would happily adopt Superhuman Mail — they're customer-facing, dealing with the extra complexity of using customer tools. And they're typically power users of email and productivity software. But what about the rest of the team? She had a hunch that any resistance would be quickly overcome…
It's one of those products where you have to use it for a week, and then you'll never go back.
Jen’s hunch was right — Superhuman Mail has been readily adopted across departments. Kyle Lacey is the Director of People Operations at Go Nimbly. "My feelings towards my inbox have completely flipped," he says.
The speed and frequency with which I reach Inbox Zero now is extremely satisfying. I feel very much on top of my work. Superhuman has even become a perk for new hires. And we've had new team members tell us they're looking forward to getting Superhuman onboarding.
Better together: intentional communications
Since the rollout, each Go Nimbly team member has replied to 1.4x emails, 4 hours faster than before, on average. Customers are happy, Jen's happy.
A beautiful outcome is that our customers feel taken care of, and know they're a priority.
And beyond the positive metrics and feedback, Jen sees a broad, cultural benefit: Superhuman Mail supports intentional communications. A rhythm and attitude to knowledge work that achieves collective flow, while respecting the work patterns of each individual. For example, Reminders prompt you to ask, when am I best able to process this information? Send Later prompts you to ask, when is the other person most open to receiving this information?
"Each person has their own flow," says Jen, "their own ideal routine for producing and consuming information. How can you respect your own? And others'? This ethos of consideration, supported by tools, is interesting. How good can that relationship with work and focus get, at team or even larger scale?"
Practicing this ethos is tantamount to becoming more attuned, and more in flow as a team. A virtuous cycle.
With that virtuous cycle in mind, Jen is particularly excited about the launch of Superhuman Mail for teams. The first batch of features all support exactly the kind of intentional communications that Go Nimbly strives for.
Along with Team Snippets, Go Nimbly has quickly adopted Team Reply Indicators, allowing staff to see when a teammate is replying and avoid awkward collisions. Here's Jen's reaction to seeing it for the first time.
Jen's excited to discover what features Superhuman Mail offers next. She sees potential for supporting particular verticals, like Sales — Superhuman Mail could soon become an essential component of the sales tech stack, negating the need for extra, pricy sales tools.
But it's not so much about a single feature. Over five years, Jen has developed a trust in Superhuman Mail's product philosophy and commitment to a delightful user experience.
I trust how Superhuman designs the overall experience. It's the speed, thoughtfulness, and quality that for me, make it a no-brainer for any high-performing team.
The most productive teams run on Superhuman Mail.
Help your team move faster, respond sooner, and collaborate more effectively. Contact sales to get started.
